Customer Service Representative

JOB SUMMARY

The Customer Service Representative (CSR) is responsible for establishing exceptional customers relationships and capturing customer sales (in-person and over the phone). Additional duties include - gathering prospect information needed to obtain the sale, providing general administrative support and maintaining the customer reception area / front office.

DUTIES / RESPONSIBILITIES

* Greets all walk-in customers in a professional and courteous manner.

* Answer and directs all phone traffic in a polite, courteous and cheerful manner.

* Asks for the sale and/or attempts to schedule customers for an estimate to achieve a closing ratio of 75% (minimum).

* Explain CARSTAR's repair process, including insurance claims processing, payment procedures, repair techniques, repair needs and expected delivery date of repair.

* Educate customers on CARSTAR's CSI/NPS survey (kept informed, customer service, quality of repair and on-time delivery).

* Schedule and record appraisal and delivery appointments.

* Update and maintain the store scheduler with Office Manager.

* Collect and record payment for completed repairs; may perform some A/R.

* File repair order paperwork accurately or record in CARSTAR management system.

* Provide customers with CARSTAR's warranty information (5-Year and Limited Lifetime).

* Perform follow-up sales calls on estimate quotes (unsold) within 48 hours.

* Maintain the front office and customer reception areas.

* Attend daily release meetings.

* Other duties as assigned.

EXPERIENCE / SKILL REQUIREMENTS

* 2+ years of customer service experience required, preferably in a retail setting.

* HS diploma or GED equivalent required; college degree preferred.

* Excellent customer service, communication and negotiation skills. Able to relate well to a diverse customer base.

* Call center sales experience (or equivalent sales experience) preferred.

* Highly organized; ability to handle multiple concurrent assignments.

* Proficient with Microsoft Office and POS/management systems.

* Strong attention to details.

* Punctual and professional appearance.

* Ability to receive direction and work well with others.

* Valid driver's license and insurable driving record.

PHYSICAL REQUIREMENTS

* Essential physical requirements include:

* Ability to stoop, bend and kneel, squat, kneel and pulling

* Extended periods of kneeling, bending, squatting and stooping

* Carry and lift heavy objects (up to 50lbs)

* Standing, sitting and walking

* Performing repetitive motions

WORK ENVIRONMENT

Exposure to:

* Paint, fumes and particles

* Dirt / Dust

* Chemicals / Toxins

* Varying heat / cold

* Intermittent noise

* All duties, responsibilities and experience are subject to change by location